1. Inspect Your Order on Delivery

Please check quantities and quality when your order arrives. If anything is damaged, missing, or branded incorrectly, contact your account manager or email sales@fortunegiftz.com within 48 hours of delivery with your order reference and photos of the issue. The sooner we know, the faster we can fix it.

2. Custom-Branded Products

Products printed, engraved, or embroidered with your logo are produced specifically for you, so they cannot be returned or exchanged for change of mind. However, we stand fully behind our work:

• If the branding does not match the approved artwork or sample, we will rework or replace the affected units at no cost.
• If products arrive damaged or with manufacturing defects, we will replace them or issue a credit or refund for the affected quantity.
• If we deliver the wrong items or quantities, we will correct the order promptly at our expense.

3. Unbranded Stock Items

Unbranded items in original, unused condition and packaging may be returned within 7 days of delivery. Return delivery is arranged at the buyer’s cost unless the return is due to our error. Items that have been used, assembled, or had packaging discarded cannot be accepted.

4. How Refunds Are Processed

• Approved refunds are issued to the original payment method (bank transfer, card, or credit note, as applicable).
• Refunds are processed within 7–14 working days of the return or claim being approved.
• Where you prefer, we can apply the amount as a credit toward your next order instead.

5. Order Cancellations

Orders can be cancelled free of charge before artwork approval. Once production has started, cancellation may incur charges for materials and work already completed; your account manager will confirm any applicable amount before processing the cancellation.